Human Relations Principles and Practices

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This edition of Human Relations: Principles and Practices continues to focus on the immediate personal application of human relations principles and practices. In addition to incorporating the authors' innovative "Total Person" approach toward the field, the Sixth Edition includes an increased emphasis on issues of diversity, presenting a broad range of characteristics that affect relationships on the job and ways to achieve insight when dealing with a wide-range of people related problems. The updated pedagogy includes strategically placed exercises that encourage teamwork and group problem-solving techniques, first-person advice from respected writers, educators, and business leaders, opening vignettes featuring prominent individuals in real-world situations, and "Career Corner" sections that provide practical solutions to common human relations problems. New! Updated content and featured topics include advice on establishing goals, root causes of negative attitudes, the use of "branding" to achieve greater visibility in a crowded job market; discrimination based on a person\'s religious preference, and new support for the importance of emotional intelligence. "Human Relations in Action" boxes are a mix of "how to" tips and examples from real-world organizations. New subjects include "Jargon Predates Bubble Burst at WorldCom," "Wanted: Employer with Ethics," "Greatest Comeback in Sports\' History," "Avoid Creating a No-Complaint Zone," and "The \'No Win\' Side to the Win/Win Approach." A "student friendly" approach emphasizes practical applications of theory, effective communication, self-development, and strategies that can be used to resolve work/life tensions. Internet application exercises keep students in touch with the world outside the classroom and provide an opportunity to acquire additional information on important topics in each chapter. Supplements: Human Relations Instructors\' Web Site Human Relations Students\' Web Site HM Testing CD-ROM Video Transparencies Instructor\'s Resource Manual with Test Bank

About the Authors

xv

Preface

xvii

Introduction to Human Relations

1

(26)

The Nature, Purpose, and Importance of Human Relations

3

(7)

Human Relations Defined

3

(1)

Human Relations in the Age of Information

3

(1)

The Importance of Human Relations

4

(3)

The Challenge of Human Relations

7

(1)

The Influence of the Behavioral Sciences

8

(1)

Human Relations and the ``Total Person''

9

(1)

The Need for a Supportive Environment

9

(1)

The Forces Influencing Behavior at Work

10

(4)

Organizational Culture

11

(1)

Supervisory-Management Influence

11

(1)

Work Group Influence

12

(1)

Job Influence

12

(1)

Personal Characteristics of the Worker

13

(1)

Family Influence

13

(1)

The Development of the Human Relations Movement

14

(2)

The Impact of the Industrial Revolution

14

(1)

Taylor's Scientific Management

14

(1)

Mayo's Hawthorne Studies

15

(1)

From the Great Depression to the New Millennium

15

(1)

Major Themes in Human Relations

16

(4)

Communication

16

(1)

Self-Awareness

17

(1)

Self-Acceptance

18

(1)

Motivation

18

(1)

Trust

18

(1)

Self-Disclosure

19

(1)

Conflict Resolution

19

(1)

Human Relations: Benefits to You

20

(7)

Summary

21

(1)

Career Corner

21

(1)

Key Terms

22

(1)

Review Questions

22

(1)

Application Exercises

23

(1)

Internet Exercise

23

(1)

Role-Play Exercise

24

(1)

Case 1.1 Challenges in the New Economy

24

(1)

Case 1.2 In Search of Work/Life Balance

25

(2)

Improving Interpersonal Communications

27

(30)

Advanced Technology's Impact on Communication

28

(1)

The Communication Process

29

(2)

Impersonal Versus Interpersonal Communication

29

(1)

Sender---Message---Receiver

30

(1)

Communication Filters

31

(7)

Semantics

32

(1)

Language and Cultural Barriers

32

(2)

Emotions

34

(1)

Attitudes

34

(1)

Role Expectations

34

(1)

Gender-Specific Focus

35

(1)

Nonverbal Messages

35

(2)

Who Is Responsible for Effective Communication?

37

(1)

How to Improve Personal Communication

38

(7)

Send Clear Messages

38

(1)

Develop Active Listening Skills

38

(4)

Use Constructive Self-Disclosure

42

(3)

Communicating via Technology

45

(12)

Voice Mail

46

(1)

E-mail

47

(3)

Summary

50

(1)

Career Corner

51

(1)

Key Terms

51

(1)

Review Questions

51

(1)

Application Exercises

52

(1)

Internet Exercise

53

(1)

Role-Play Exercise

53

(1)

Self-Assessment Exercise

53

(1)

Case 2.1 Cybersurveillance: Big Brother Is Watching!

54

(1)

Case 2.2 Reading Nonverbal Cues

55

(2)

Building High Self-Esteem

57

(26)

The Power of Self-Esteem

58

(7)

Self-Esteem = Self-Efficacy + Self-Respect

59

(2)

How Self-Esteem Develops

61

(4)

Self-Esteem Influences Your Behavior

65

(3)

Characteristics of People with Low Self-Esteem

65

(1)

Characteristics of People with High Self-Esteem

66

(2)

How to Build Self-Esteem

68

(7)

Search for the Source of Low Self-Esteem

68

(1)

Identify and Accept Your Limitations

68

(1)

Take Responsibility for Your Decisions

69

(1)

Develop Expertise in Some Area

69

(1)

Seek the Support and Guidance of Mentors

70

(1)

Set Goals

71

(1)

Practice Visualization

72

(1)

Use Positive Self-Talk

73

(2)

Organizations Can Help

75

(8)

Summary

76

(1)

Career Corner

77

(1)

Key Terms

77

(1)

Review Questions

78

(1)

Application Exercises

78

(1)

Internet Exercise

79

(1)

Role-Play Exercise

79

(1)

Self-Assessment Exercise

79

(1)

Case 3.1 ``Popeye'' Lives On

80

(1)

Case 3.2 Find Your Yoda

81

(2)

Personal Values Influence Ethical Choices

83

(27)

Character, Integrity, and Moral Development

85

(1)

How Personal Values Are Formed

86

(6)

Identifying Your Core Values

87

(1)

Influences That Shape Your Values

88

(4)

Avoiding Values Drift

92

(1)

Values Conflicts

92

(2)

Internal Values Conflicts

93

(1)

Values Conflicts with Others

93

(1)

Personal Values and Ethical Choices

94

(3)

How to Make the Right Ethical Choices

94

(3)

Corporate Values and Ethical Choices

97

(5)

Corporate Crime

97

(1)

How to Prevent Corporate Crime

98

(4)

Values and Ethics in International Business

102

(8)

Summary

103

(1)

Career Corner

104

(1)

Key Terms

104

(1)

Review Questions

104

(1)

Application Exercises

105

(1)

Internet Exercise

105

(1)

Role-Play Exercise

106

(1)

Self-Assessment Exercise

106

(1)

Case 4.1 Character Counts as Much as Credentials

107

(1)

Case 4.2 To Get to the Bottom of the Scandal, Go to the Top

108

(2)

Attitudes Can Shape Your Life

110

(25)

Attitudes Can Be Learned

112

(3)

Root Causes of Negative Attitudes

113

(1)

The Powerful Influence of Attitudes

114

(1)

The Age of Information Mandates Attitude Changes

114

(1)

How Attitudes Are Formed

115

(3)

Socialization

115

(1)

Peer and Reference Groups

115

(1)

Rewards and Punishment

116

(1)

Role Model Identification

116

(1)

Cultural Influences

117

(1)

Attitudes Valued by Employers

118

(3)

Self-Motivation

119

(1)

Openness to Change

120

(1)

Team Spirit

120

(1)

Health Consciousness

120

(1)

Appreciation of Coworker Diversity

120

(1)

Honesty

121

(1)

How to Change Attitudes

121

(6)

Changing Your Own Attitude

122

(3)

Helping Others Change Their Attitudes

125

(2)

Organizations' Efforts Toward Improving Employees' Attitudes

127

(1)

A Final Word

128

(7)

Summary

128

(1)

Career Corner

129

(1)

Key Terms

129

(1)

Review Questions

130

(1)

Application Exercises

130

(1)

Internet Exercise

131

(1)

Role-Play Exercise

131

(1)

Self-Assessment Exercise

131

(1)

Case 5.1 Where Is My Stability?

132

(1)

Case 5.2 Life Is Good at the Pike Place Fish Market

133

(2)

Developing a Professional Presence

135

(24)

Professional Presence --- An Introduction

136

(4)

Professional Presence --- A Definition

136

(1)

The Importance of Making a Good First Impression

137

(2)

Cultural Influence

139

(1)

The Image You Project

140

(19)

Surface Language

141

(1)

Selecting Your Career Apparel

142

(1)

Wardrobe Engineering

143

(1)

The Business Casual Look

144

(1)

Your Facial Expression

145

(1)

Your Entrance and Carriage

146

(1)

Your Voice

146

(1)

Your Handshake

147

(1)

Etiquette for a Changing World

147

(3)

Incivility -- The Ultimate Career Killer

150

(1)

Professional Presence at the Job Interview

151

(1)

Summary

152

(1)

Career Corner

152

(1)

Key Terms

153

(1)

Review Questions

153

(1)

Application Exercises

154

(1)

Internet Exercise

154

(1)

Role-Play Exercise

155

(1)

Self-Assessment Exercise

155

(1)

Case 6.1 The Importance of Class

156

(1)

Case 6.2 Do You Want to Be Your Own Brand?

157

(2)

Valuing Work Force Diversity

159

(31)

Work Force Diversity --- A Definition

160

(2)

Dimensions of Diversity

161

(1)

Prejudiced Attitudes

162

(4)

How Prejudicial Attitudes are Formed and Retained

164

(2)

The Many Forms of Discrimination

166

(8)

Gender

166

(1)

Age

167

(1)

Race

168

(1)

Religion

169

(1)

Disability

170

(1)

Sexual Orientation

170

(2)

Subtle Forms of Discrimination

172

(1)

What Can You Do?

173

(1)

The Issue of Valuing Diversity

174

(2)

The Economics of Valuing Diversity

174

(2)

Managing Diversity

176

(4)

What Individuals Can Do

176

(1)

What Organizations Can Do

177

(3)

Affirmative Action: Yesterday and Today

180

(10)

Summary

183

(1)

Career Corner

183

(1)

Key Terms

184

(1)

Review Questions

184

(1)

Application Exercises

184

(1)

Internet Exercise

185

(1)

Role-Play Exercise

186

(1)

Self-Assessment Exercise

186

(1)

Case 7.1 Quality Education Through Enhanced Diversity

187

(1)

Case 7.2 Xenophobia: Fear of Foreigners

188

(2)

Resolving Conflict and Achieving Emotional Balance

190

(33)

A New View of Conflict

191

(2)

The Cost of Conflict

192

(1)

Finding the Root Causes of Conflict

193

(5)

Resolving Conflict Assertively

195

(2)

How to Become More Assertive

197

(1)

Learn to Negotiate Effectively

198

(3)

Think Win/Win

198

(1)

Beware of Defensive Behaviors

199

(1)

Know That Negotiating Styles Vary

200

(1)

Conflict Resolution Process

201

(3)

Step One: Decide Whether You Have a Misunderstanding or a True Disagreement

202

(1)

Step Two: Define the Problem and Collect the Facts

202

(1)

Step Three: Clarify Perceptions

203

(1)

Step Four: Generate Options for Mutual Gain

204

(1)

Step Five: Implement Options with Integrity

204

(1)

Achieving Emotional Balance

204

(4)

Achieving Emotional Balance --- A Daily Challenge

205

(1)

Emotional Intelligence

205

(1)

Emotional Expression

206

(1)

The Emotional Factor at Work

207

(1)

Factors That Influence Our Emotions

208

(2)

Temperament

209

(1)

Unconscious Influences

209

(1)

Cultural Conditioning

210

(1)

Coping with Your Anger and the Anger of Others

210

(4)

Managing Your Anger

210

(1)

Effective Ways to Express Your Anger

211

(2)

How to Handle Other People's Anger

213

(1)

Strategies for Achieving Emotional Control

214

(9)

Identifying Your Emotional Patterns

214

(1)

Fine-Tuning Your Emotional Style

215

(1)

Summary

216

(1)

Career Corner

217

(1)

Key Terms

217

(1)

Review Questions

217

(1)

Application Exercises

218

(1)

Internet Exercise

218

(1)

Role-Play Exercise

219

(1)

Self-Assessment Exercise

219

(1)

Case 8.1 Helping Employees Who Behave Badly

220

(1)

Case 8.2 Couples Combat

221

(2)

A Life Plan for Effective Human Relations

223

(28)

Achieving Balance in a Chaotic World

224

(1)

Toward a New Definition of Success

225

(4)

The Need for New Models of Success

225

(2)

Loss of Leisure Time

227

(1)

Developing Your Own Life Plan

228

(1)

Toward Right Livelihood

229

(11)

Right Livelihood Is Based on Conscious Choice

229

(1)

Right Livelihood Places Money in a Secondary Position

230

(1)

Right Livelihood Recognizes that Work Is a Vehicle for Personal Growth